Avaya Positioned by Aragon Research as a Leader in Intelligent Contact Center Solutions, Enabling Enhanced Customer and Employee Experiences Driven by AI
December 06 2022 - 08:00AM
Fourth Consecutive Year Avaya is Named to the
Aragon Research Globe™ for Intelligent Contact Centers (ICC)
Avaya (NYSE:AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced it has
been named for the fourth consecutive year as a Leader in The
Aragon Research Globe™ for Intelligent Contact Centers (ICC) 2022,
for the Avaya Experience Platform™.
According to the report1, authored by Aragon Research CEO and
Lead Analyst Jim Lundy, the AI-powered, multi-cloud Avaya
Experience Platform offers a full UCC platform that “enables
organizations to create and deliver in-the-moment experiences” and
“has one of the largest contact center installed bases, offering
private, public, and hybrid cloud.” The report also indicates
Avaya’s contact center solution is designed to “provide the
foundational, rich capabilities required to meet sophisticated
customer needs, while offering organizations the speed and agility
to innovate and change on demand.”
Delivering an enhanced customer and employee experience is a
critical requirement for the contact center within many businesses
regardless of their deployment approach. Aragon Research predicts
that next year will be one with more personalization offered
through data platforms such as a CRM, and by 2024, fifty-five
percent of contact center providers will enable the development of
an enhanced customer profile which will provide a more personalized
customer experience.1 The Avaya Experience Platform empowers
- Connect all touchpoints across the customer journey–including
voice, video, chat, messaging, and social–while leveraging AI,
insights, knowledge, and resources from across the organization to
maximize performance and experiences.
- Deliver holistic, personalized customer and employee
experiences by aligning processes, functions, and resources.
- Enable an intelligent customer journey allowing agents to
deliver relevant experiences and faster time to resolution.
- Facilitate advanced, self-service opportunities using dynamic
knowledge management capabilities for agents, customers, and bots
allowing them to locate the necessary information to resolve
- Enhance workforce engagement with tools to motivate, empower,
and mentor employees from recruitment to retention.
- Optimize every experience with real-time reporting and
According to Lundy, in an intelligent contact center,
organizations not only know the people who are calling them, but
they understand the needs of the buyer or customer in need of
“Avaya has been leveraging its combined strengths in Intelligent
Contact Center and Unified Communications and Collaboration
(UC&C) to offer customers choices when it comes to Cloud –
including Hybrid Cloud," said Jim Lundy, CEO and Lead Analyst,
“Contact centers need to evolve and innovate in this rapidly
changing environment where customer expectations continue to
increase,” said Tim Sherwood, Vice President of Product and Offer
Management, Avaya. “Customers want their interaction with companies
to be on their own terms–when and how they choose–with the same
level of service. The Avaya Experience Platform enables users to
provide effortless interactions and deliver for their customers in
various cloud deployment models from almost anywhere.”
The Aragon Research Globe is a market evaluation tool that
graphically depicts Aragon Research’s evaluation of a specific
market and its component vendors. Aragon Research examined 15 major
providers in a market that focuses on all forms of collaboration
and communication based on its three dimensions that enable
comparative evaluation of the participants in a given market.
“Leaders” are noted as having comprehensive strategies that align
with industry direction and market demand and perform effectively
against those strategies.
- View the Aragon Research Globe™ for Intelligent Contact Centers
(ICC) 2022 report.
- Browse our e-book, A Day in The Life of Your Contact
- Learn from our study that in order to elevate customer
experience, companies need total experience.
- Read our Inner Circle Guide to Next-Generation Customer
- Read our blog, Contact Center Automation: How it Improves
Customer and Employee Experiences.
Aragon Research does not endorse vendors, or their products or
services that are referenced in its research publications and does
not advise users to select those vendors that are rated the
highest. Aragon Research publications consist of the opinions of
Aragon Research and Advisory Services organization and should not
be construed as statements of fact. Aragon Research provides its
research publications and the information contained in them "AS
IS," without warranty of any kind.
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward-looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material
factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
All trademarks identified by ®, TM, or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
1 Aragon Research. “The Aragon Research Globe™ for Intelligent
Contact Centers, 2022” by Jim Lundy, November 2022.
Source: Avaya Newsroom
version on businesswire.com: https://www.businesswire.com/news/home/20221206005034/en/
Julianne Embry firstname.lastname@example.org
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